Quality Assurance Representative
About The Position
Performs paraprofessional work administering the technical applications of a quality assurance and monitoring system used by QA staff to monitor inbound and outbound calls at a call center facility. Work is performed under general supervision. This role is required to assist with Operations duties such as supporting inbound/outbound calls, chats, email and/or video as it relates to the current program due to peak season requirements or as regular skill reinforcement. Transition between various clients or LOB’s may require new hire training, nesting and supporting inbound/outbound calls, chats, email and/or video as it relates to the current program in order to meet client requirements and/or ensure proper skill development.
Requirements
- Associates degree from an accredited college or university with major coursework in a MIS, business, IT or a related field
- Significant experience in quality monitoring
Nice To Haves
- Bachelor’s degree preferred
- Exposure to telephony concepts and voice recording workflow
Responsibilities
- Performs user and group account maintenance and administration tasks related to the creation, modification, and management of account/program groups
- Coordinates with Operations, IT, and Account Services to provides end user support and troubleshooting related to system and application issues
- Provides documentation of corrective action taken related to system and application technical modification
- Manages user and group privileges, definition of users and groups, analysis of users/groups hierarchies
- Enforces rules related to the analysis, creation, and maintenance of customized call recording and interactions schedules
- Creates customized queries for end-user support
- Provides problem analysis and resolution in support of existing applications and projects
- Administers timekeeping functions via Alorica’s time reporting system
- Assists IT department in quality monitoring problem resolution
- Assists Quality Management Services group in developing/reviewing test plans, relative to new implementations of voice recording and quality monitoring systems
Benefits
- Comprehensive benefits including medical, dental, vision, and 401(k)
- Career development through Alorica Academy's open-access courses
- Real opportunities to grow within a global organization
- Access to our employee assistance program
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What This Job Offers
Job Type
Full-time
Career Level
Entry Level
Education Level
Associate degree
